T-Mobile Experience Store — Local services in Virginia Beach

I recently visited a T-Mobile store Lynnhaven Mall, to get a replacement screen protector, which is covered under my warranty. The store was not busy when I arrived, and a representative named Derrick (or Derek) assisted me, hope I get his name right or else it may irate him more! Right away, the interaction started off poorly. When I told him I wasn’t sure which iPhone model I had, without asking for permission, he abruptly took my phone from my hand and began tapping through it. I found this incredibly rude, it's basic customer service to ask before handling someone’s personal device. He told me the screen protector wasn’t in stock and would need to be ordered and shipped to my home. I was fine with that. Then he asked for the phone number associated with the account. I gave him the number we’ve always used for the past 20 years, our primary line. He said it didn’t come up and asked for a different number, which did pull up the account. I expressed surprise, since we’ve always used the original number as the main line for our account. Instead of helping me understand the change or looking into it, he insisted (with an irritated tone) that the second number is the primary number, that it can’t be changed, and that calling customer service would be a waste of time. He spoke to me in a condescending tone, repeatedly interrupting me, talking over me, and making me feel like I was stupid or didn’t know what I was talking about, all this in front of my 12-year-old niece. At one point, I had to raise my hand and repeatedly say “okay” just to get him to stop. He then rushed me to fill out personal info, didn’t explain anything about when to expect the delivery, and refused to give me a receipt, saying they “don’t give receipts” anymore. When I asked again, just to be sure I wouldn’t get charged, he bluntly said no. As I was walking away, he loudly said (so everyone could hear), “That’s why you gave your email to get the tracking info,” to which I responded, “I know what tracking information is.” I left the store feeling disrespected, embarrassed, and frustrated. I understand he may not earn a commission on a warranty replacement, but that does not justify the dismissive and unprofessional treatment I received. I’m a long-time T-Mobile customer for nearly 20 years and this experience left me feeling like that loyalty...

After reading teena Pearce's experience in the reviews section I hope They fixed her Situation.

Now for my experience, Stumbled in there Around one T Mobile Tuesday afternoon and wanted to upgrade my A7 to the new Note 9. Out of the 5 I'd say, team members Stephn was the first one to greet me. I told him what I wanted and he asked if the blue one was okay since the purple one was out. I got that , and soon he got my Phone sim and sd and placed it in the Note, apparently theres an app that if phones placed side by side can transfer everything even down to where it Is on the screen, while we waited for thay he was just explaining to me the tips and tricks about the Note since he was a Note Enthusiast I guess you could say, and even gave me some websites to recommend going to learn more. Explained to me how much money I was going to pay and broke down of today's costs so I really appreciated that. I appreciated how he didnt force me to buy a case or a screen protector even though I already brought one. Made sure it was all set with him having me call t mobile and gave my bag and told me to let him know if anything else pops up. Havnt upgraded my phone In 3 years so its nice to Have my first experience in awhile A good one. I didnt feel like another person was trying to sell me stuff just helped me with what I need. I know this experience womt happen to everyone when they visit this store, but I hope At least one person Makes your t mobile worthwhile.

Would I recommend this store ? Yes I would, professional people. Clean environment.

Hope One of the Reviewers I mentioned got her...

I am not sure who this will reach but I just wanted to inform someone about the exceptional service I received at T-Mobile in Lynnhaven Mall a few days ago. I worked with Ebony because my device was mall functioning. She was patient and seemed very sympathetic to my problems. I have gone to other stores before and been pushed into buying things but she didnt come off that way at all. She taught me how to clear my storage. I bought a memory card and she also showed me how to remove unused apps to speed things up. She is also hilarious! So not even realizing 30 mins went by and I'd gotten some new accessories shipped to me and had a great time when I thought my phone was going to be considered trash. When it was all said and done she gave me a hug and told me to come see her whenever. I was truly taken aback by how wonderful she was to someone who just had some phone issues. I sent my daughter in a few days later because Ebony told me about the free tablet and half off ipad. I know my daughter was looking for an deal for my grandbaby. She said Ebony was awesome and made the process seamless. She ended up buying the ipad and says Ebony hugged her also. I dont know who reads these things but please know this young lady is an amazing representative of tmobile. Her coworkers were asking her questions while she was helping me and she never broke a sweat! Helped them and myself. I love tmobile and I will continue coming to this location to see Ebony. Please let her know she was recognized...